Customer Success Manager

About the role

OpenLoop is seeking a Customer Success Manager to join our remote team. This role supports the Customer Success team in delivering a high-quality client experience through defined processes in onboarding, education, and ongoing account support. The position involves working closely with Customer Success leadership and cross-functional partners to ensure clients are set up for success.

Responsibilities

• Support assigned clients as a day-to-day point of contact, ensuring timely responses and a positive client experience.
• Execute onboarding and implementation workflows in partnership with internal teams, following established processes and timelines.
• Deliver standardized training and education sessions to clients using existing materials and playbooks.
• Absorb client activity and engagement, escalating risks or concerns to leadership when needed.
• Follow defined processes to troubleshoot client issues, partnering with internal teams for resolution.
• Maintain accurate records of client interactions, updates, and activities in CRM and internal systems.
• Support ongoing client communications, including check-ins, updates, and follow-ups based on team guidance.
• Develop working knowledge of OpenLoop’s programs, products, and services to effectively support client needs.
• Collaborate with cross-functional teams to ensure smooth execution of client workflows.
• Surface client feedback and recurring issues to Customer Success leadership for continuous improvement.
• Contribute to team initiatives and complete assigned tasks to support overall Customer Success objectives.

Requirements

• Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
• 3-5 years of experience in customer success, account management, onboarding, or a related client-facing role.
• Strong communication skills with the ability to clearly explain information and follow structured processes.
• Detail-oriented and organized, with the ability to manage multiple tasks with guidance.
• Comfortable working within defined workflows and using established tools and systems.
• Problem-solving mindset with the ability to escalate issues appropriately when needed.
• Experience with CRM systems or customer success tools is a plus.
• Eager to learn, coachable, and able to adapt in a fast-paced environment.

Qualifications

• Experience with CRM systems or customer success tools is a plus.
• Eager to learn, coachable, and able to adapt in a fast-paced environment.

Skills

• Strong communication skills.
• Detail-oriented and organized.
• Problem-solving mindset.

Benefits

• In addition, for salaried positions, you would also be eligible for:
• Medical, Dental, and Vision plans.
• Flexible Spending/Health Savings Accounts.
• Flexible PTO.
• 401(k) + Company Match.
• Life Insurance, Pet insurance, and more.

About the company

We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence, and Belonging, as we want everyone to feel empowered and supported to do their best work.